Differences

This shows you the differences between two versions of the page.

--- reasons:no_upsell [2025/07/04 17:12]
216.73.217.3 old revision restored (2025/06/15 20:26)
+++ reasons:no_upsell [2025/11/05 02:53] (current)
216.73.216.151 old revision restored (2025/11/03 02:25)
@@ Line 7: / Line 7: @@
 {{:reasons:hold.png|}}
-===== If the package status is Pending, Pending Shipment, Shipped, or Delivered =====
+===== If the package Status is Pending, Pending Shipment, Shipped, or Delivered =====
-Cancel the subscription.
+[[howto:cancel|Cancel the subscription]].
-It is too late to cancel the delivery. The customer must return the item via the RMA instructions and will be subject to a $9 restocking fee.
+It is too late to cancel the delivery. The customer must return the item via the RMA instructions <add link> and will be subject to a $9 restocking fee.
 [[general:making_offers|Make an offer]] for them to keep the product.
-__Not accepted__: Customer must ship product back via RMA process. <Add link to article>
+__Not accepted__: Customer must [[howto:rma|ship product back via RMA process]].
-__Accepted__: Bill the customer for the offer price. <Add link to article>
+__Accepted__: [[howto:bill|Bill the customer for the offer price]].
-===== If the package status is Hold =====
+===== If the package Status is Hold =====
 The order has not shipped. You can cancel the item from their order and refund it.
-.  Open the customer's record in the CRM.
+.  Click on the **Order** ID.
-Click Cancel Order.
+{{:reasons:order_link.png|}}
+.  Click **Cancel Order**.
+{{:reasons:cancel_order.png|}}
+.  Check only the items you wish to cancel. __IMPORTANT__: You must **uncheck** any items that the customer wishes to keep. Click **Submit Cancel**.
+{{:reasons:cancel_2.png|}}
+<Check whether refund happens automatically or manually>
-Cancel Order > Uncheck what they want to keep > Refund transactions

Dial Customer Solutions Internal CS Wiki

User Tools

Site Tools

Differences

Page Tools